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eBay Site Outage recompense

By Chris Dawson August 29, 2013 - 6:50 am

eBay BugeBay have emailed sellers affected by the site outage last Friday who are in line for compensation under .

In truth for most sellers, whilst it was an incredible annoyance and caused significant disruption to business through the inability to process orders and despatch, the actual cost which eBay will compensate you is minimal. Most sellers use fixed price format for which insertion fees, whilst not always zero, are negligible. Plus of course, with long duration listings, it’s likely not too many of your listings were due to end on Friday morning.

The real cost to sellers is the lost sales from buyers that couldn’t sign in or complete orders. It would be unreasonable for eBay to compensate you for loss of business – that’s a standard business contract clause which just about any of your suppliers will have in their terms and conditions.

What is useful is the feedback protection assurance, however this is the one place I feel eBay could do somewhat better. eBay are promising protection for any transactions which occurred during the outage, but in reality it’s transactions which were due to ship on that Friday which will be most affected – especially bearing in mind that there was a bank holiday on the Monday so not shipping Thursday’s orders on Friday delayed them by at least four days.

What is good is the speed at which they’re operating with any credits due to be applied to your account by the end of August, which from past experience is stellar performance and way faster than previous glitch credits have been applied.

We can also confirm that eBay are classifying the outage as a an outage of less than two hours. However they’re extending the credit period to all listings due to end in a much longer time frame to include whilst the site was intermittently unavailable.

eBay Site Outage email full text

As you may know, on August 23 from 07:45 am to 02:00 pm British Summer Time, several eBay sites and customer service platforms around the world experienced intermittent outages. These outages were a result of technical issues that occurred during scheduled maintenance.

With the core technical issues resolved, we are now working to build additional safeguards into the maintenance process to prevent this from happening again. We’d like to assure you that at no point during this incident were any personal information at risk.

As a seller impacted by these outages, we’re writing to tell you about the actions we’re taking:

•   We will credit all associated fees for listings that were scheduled to end on August 23 between 07:45 am to 02:00 pm British Summer Time.

•   We will remove any negative feedback for communication or ship time on transactions that happened during this same timeframe.

The credits mentioned above will be applied to your account by the end of August and reflected on your next invoice.

We understand the impact that an outage of this scope can have on you, our valued sellers, and we sincerely apologize for this disruption. As always, thank you for selling on eBay.

Sincerely,
Your eBay Team

  • admiralhardinge
    4 years ago

    Less than 2 hours outage? That’s a laugh. This wasn’t intermittent. I couldn’t do anything from 0700 to approx 11.45.

    There was a dirty workround using Paypal which was not very time efficient but worked.

    1. Print off all payment records from Paypal (these are usually sent to e-mail anyway) and use as a picking/despatch note.
    2. Download sales from Paypal to a CSV file and it was possible with some work to run address labels.

    I managed to get all my shipments out this way. It just took an awful lot longer.

    • Bigtimetrader
      4 years ago

      Very good positive action. Nice.

  • Gemma
    4 years ago

    We were affected by this too – only one order between 7.30 and 1.45, but they haven’t contacted us yet. We will wait and see….

  • mw
    4 years ago

    I commend the ebay team on accepting their responsability and apologising.
    What annoys me about this message, though, is that it came from an ebay staffer (it’s ebay team signed). Do ebay senior management think so little of their customers that they can’t be bothered to apologise at the top level when it’s rightly due? Was it easier for senior management to hide behind the team than lead the said team by setting the right example by saying “I am the head of ebay in the UK and I am sorry for last Friday’s problems”? It’s little wonder if this is how senior management manage service, that so little is thought of ebay’s customer service.

  • Jason
    4 years ago

    They should really let sellers know better when there is a problem. For a couple of hours we had no idea what was wrong. Could have saved a lot of sellers some stress…

    • northumbrian
      4 years ago

      have to admit when we tried to sign in and the wrong password screen showed, our first thought was we had been hacked,

      then we remembered it was Friday, and for the last 18 years ebay have managed to bugger things up in one way or another every Friday

  • Toadlady
    4 years ago

    The site was in meltdown all day, not just the hours stated. What about all the lost potential BIN sales during this time?

    eBay the company that just keeps taking!

    • Rob
      4 years ago

      Lost sales irk, it’s true, but neither we nor eBay could predict how much we would have sold on Friday 23rd August 2013, even without the site in meltdown. But yes it’s annoying.

      I don’t know how many BINs we had relisting that day, probably not many, but when we did get through to a CS rep, we were promised a free month on our shop. This was at 8.30pm, when we STILL couldn’t get on the site to work, and to answer an urgent enquiry from 7am that morning. The rep even gave us a reference number.

  • Lynne
    4 years ago

    I am having problems this morning Ebay seems to have overrun again on the scheduled maintenance is this another black Friday for us again?

    • 4 years ago

      Maintenance was announced for 7am to 9am today…. absolutely no point trying to work early on a Friday morning :-)

    • Lynne
      4 years ago

      I must have misread this I thought it was until 1am in the morning. Don’t they
      realise sellers have to start early, 9am is just no good to me :(

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